NEC Neax2000 Ivs Acd Mis System Manual

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
Page 33
Revision 1
No. of Calls - Abandoned:The number of calls where the caller disconnected while queued or ringing an
agent.
The total (0000-2359) is a direct addition.
Average Time Answered:The average waiting time between ringing an agent and start of conversation for all
calls answered, calculated as:
   Total waiting time for the period   
   Total calls answered for the period
The total (0000-2359) is calculated as:
Total waiting time for the system
Total calls answered for the day
Average Time Talk:The average conversation time of all calls answered, calculated as:
Total conversation time for the period
 Total calls answered for the period
The  total (0000-2359) is calculated as:
Total conversation time for the system
  Total calls answered for the day
Average Time Abandon:Average waiting time before disconnection by the caller while either queued or
ringing an agent, calculated as:
    Total waiting time for the period   
Total calls abandoned for the period
The summary total (0000-2359) is calculated as:
 Total waiting time for the system 
Total calls abandoned for the day
Longest Time Answered:The longest waiting time before start of conversation of any call ringing an agent.
The total is the highest recorded value for the whole reporting period.
Longest Time Talk:The longest conversation time of any calls answered.
The total is the highest recorded value for the whole reporting period. 
						

							CHAPTER 1 NDA-30094
Page 34
Revision 1
GENERAL DESCRIPTION
Longest Time Abandon:The longest waiting time before disconnection of any calls abandoned.
The total is the highest recorded value for the whole reporting period. 
						

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
Page 35
Revision 1
Group Workload Report
mm:ss = minutes and seconds
The Group Workload report compares the demand and response aspects of call handling by the addition of per-
centage statistics.  The statistics are defined as follows:
No. of Calls - Offered:The total number of ACD calls actually directed to the assigned group(s) for the
specified period of the report, including calls answered, abandoned, and undeter-
mined (e.g., still queued).  Non-ACD calls are excluded.
The total is the sum for all assigned groups.
No. of Calls - Answered:The number of original calls that resulted in conversation with an agent.
The total is the sum for all assigned groups.
No. of Calls - Abandoned:The number of original calls where the caller disconnected while queued or ringing
an agent.
The total is the sum for all assigned groups.
Average Time
- Answered:The average waiting time of calls answered by agents, including time in queue, cal-
culated per assigned group as:
Total waiting time for all answered calls
    Total number of  calls answered
The total is similarly calculated, but with respect to the whole system.
NEAX 2000 IVS ABC TRAVEL LTD Page No: 1
ACD-MIS Group Workload for 3/24/94 Date: 03/25/94
Ver 5.XX Group No.: 6300 Time: 11:00
No. of Calls ---Average Time----  no   ---handled---
offer answer abandn answd talk abandn delay answd abandn
Group Number mm:ss mm:ss mm:ss   % %  %
6300 325 299 26 15 07:09 11 3 92 8
Total 325 299 26 15 07:09 11 3 92 8
******************************************************************************* 
						

							CHAPTER 1 NDA-30094
Page 36
Revision 1
GENERAL DESCRIPTION
Average Time - Talk:The average conversation time of the calls answered by agents, calculated per as-
signed group as:
                        Total conversation time                    
                   Total number of  calls terminated after conversation
The total is similarly calculated, but with respect to the whole system.
Average Time
- Abandoned:The average waiting time of calls that were disconnected by the caller while in the
queue and/or ringing an agent, calculated per assigned group as:
 Total waiting time for all abandoned calls  
       Total number of calls abandoned
The total  is similarly calculated, but with respect to the whole system.
No Delay %: The percentage of calls answered without being queued, calculated per assigned
group as:
  Total  number of calls answered directly by agents  x 100  
 Total number of answered and abandoned calls
The total is similarly calculated, but with respect to the whole system.
% Handled - Answered:The percentage of calls that were eventually answered by agents, either with or
without delay, calculated per assigned group as:
  Total number of calls answered by agents  x 100  
   Total number of calls originally offered
The total is similarly calculated, but with respect to the whole system.
% Handled - Abandoned:The percentage of calls that were disconnected by the caller, either while in the
queue or ringing an agent, calculated per assigned group as:
 Total number of calls disconnected by callers   x 100 
  Total number of calls originally offered
The total  is similarly calculated, but with respect to the whole system. 
						

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
Page 37
Revision 1
Group Performance Report
hh:mm:ss = hours, minutes and seconds
The Group Performance report compares occupancy on non-ACD and ACD calls and idle (available) mode for
the specified ACD group(s).  The relevant statistics are:
No. of Calls - ACD:The total number of ACD calls directed to the assigned group(s) for the specified
period of the report, including calls answered, abandoned, and undetermined (e.g.,
still queued).  Non-ACD calls are excluded.
The total  is the sum for all assigned groups.
No. of Calls - NACD:For the specified period of the report, the total number of non-ACD calls (either
answered or abandoned) directed to agents in the assigned group(s), but only while
in the AVAILABLE status.
The total is the sum for all assigned groups.
NEAX 2000 IVS ABC TRAVEL LTD Page No: 1
ACD-MIS Group Performance for 3/24/94 Date: 03/25/94
Ver 5.XX Group No.: 6300 Time: 11:00
No. of Calls ---Average Time----  ----Total Time----
ACD NACD   ACD  NACD  AVAIL   ACD  NACD  AVAIL
Group Number mm:ss mm:ss mm:ss hh:mm hh:mm hh:mm
6300 325 84 07:09 03:59 01:03 35:37 11:06 12
Total 325 84 07:09 03:59 01:03 35:37 11:06 12
******************************************************************************* 
						

							CHAPTER 1 NDA-30094
Page 38
Revision 1
GENERAL DESCRIPTION
Average Time - ACD:The average conversation time for all ACD calls which were answered, calculated
per assigned group as:
Total conversation time on ACD calls
Total number of ACD calls answered
The total is similarly calculated, but with respect to the whole system.
Average Time - NACD:The average conversation time on non-ACD calls that were answered, calculated
per ACD group as:
Total conversation time on non-ACD calls
Total number of answered non-ACD calls
The total is similarly calculated, but with respect to the whole system.
Average Time - Available:The average waiting time between both ACD and non-ACD calls, but only while
logged on, calculated per assigned group as:
    Total time agents wait for (non-)ACD calls     
     Total occasions agents available and logged on
The total  is similarly calculated, but with respect to the whole system.
Total Time - ACD:The total conversation time on ACD calls that were answered.
The total is the sum for all assigned groups.
Total Time - NACD:The total conversation time on non-ACD calls that were answered.
The total is the sum for all assigned groups.
Total Time - Available:The total time agents spent waiting between both ACD and non-ACD calls, but
only while logged on.
The total is the sum for all assigned groups. 
						

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
Page 39
Revision 1
Group Break and Work Report
The Group Break and Work Report compares occupancy on ACD, non-ACD, Break, Work, and Idle (available)
mode for the specified ACD group(s). (ACD+ NACD + Break + Avail = 100%.)  The report also shows the
average and total time that the group has been in Break and Work mode.
Average Time - Break:The average time that the group was in the Break mode, calculated per assigned
group as:
               Total break time                
                Total number of agents (logged on)
Average Time - Work:The average time that the group was in the Work mode, calculated as:
                Total work time               
               Total number of agents (logged on)
Total Time - Break:The total time in the Break mode. The total is the sum for all assigned agents in that
group.
Total Time - Work:The total time in the Work mode. The total is the sum for all assigned agents in that
group.
NEAX 2000 IVS ABC TRAVEL LTD Page No: 1
ACD-MIS Group Break and Work for 3/24/94 Date: 03/25/94
Ver 5.XX Group No.: 6300 Time: 11:00
---Avg Time--- ---Total Time----  ------Percentage------
BRK WORK BRK WORK  ACD NACD BRK WORK AVAIL
Call Arrival mm:ss mm:ss hhh:mm hhh:mm % % % % %
00:00-00:59
01:00-01:59
:
09:00: 09:59
:
13:00-13:59
:
17:00 - 17:590
0
6:31
27
1:040
0
5:23
51
1:4600
00
45 5
01
31000
000
21353
131
0333000
00
725
194
17 20
Total 4:08 2:12 49 8 1 5 12 3 79 
						

							CHAPTER 1 NDA-30094
Page 40
Revision 1
GENERAL DESCRIPTION
Percentage ACD:The percentage of time that the group spent on ACD calls.
Percentage NACD:The percentage of time that the group spent on non-ACD calls.
Percentage Break:The percentage of time that the agents of the specified group were in Break mode.
Percentage Work:The percentage of time that the agents of the specified group were in Work mode.
Percentage Avail:The percentage of time that the agents of the specified group were idle (available).  
						

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
Page 41
Revision 1
Agent Demand Report
For each hourly recording period, the Agent Demand report shows the varying agent availability for the speci-
fied ACD group(s), together with numerical and percentage values profiling the call-handling performance. The
statistics are:
No. of Agents:The maximum number of agents logged on at any time during the hourly period.
The total (0000-2359) is the maximum number of agents for the day.
No. of Calls (Per Agent)
- Offered:The average number of calls directed to each agent.  This value expresses the work-
load for staff on duty, calculated as:
     Total number of ACD calls      
     Total number of available agents
The total is calculated as:
     Total number of calls offered for the day 
The maximum number of agents logged on
No. of Calls (Per Agent)
- Answered:The average number of calls answered by each agent.  This value expresses the
general performance of the staff on duty, calculated as:
 Total number of ACD calls answered 
 Total number of available agents
NEAX 2000 IVS ABC TRAVEL LTD Page No: 1
ACD-MIS Agent Demand for 3/24/94 Date: 03/25/94
Ver 5.XX Group No.: 6300 Time: 11:00
              No.  No. of Calls  GOS  Aband ---Averge Time--- --Longest Time---
              of   (per agent)    %     %   answr talk  aband answr talk  aband
Call Arrival  Agt  offer   answer           mm:ss mm:ss mm:ss mm:ss mm:ss mm:ss
00:00 - 00:59
01:00 - 01:59
:
:
09:00 - 09:59
10:00 - 10:59
11:00 - 11:59
12:00 - 12:59
13:00 - 13:59
14:00 - 14:59
15:00 - 15:59
16:00 - 16:59
17:00 - 17:59
:
:
22:00 - 22:59
23:00 - 23:590
0
3
5
5
2
1
3
3
2
1
0
000
00
11 11
10 10
16 15
12 12
18 18
12 12
14 13
77
75
00
0000
00
94 13
80 2
86 13
96 0
100 0
80 5
73 5
100 7
100 44
00
00000
000
12 06:33 08
17 08:03 04
15 09:51 14
11 07:53 0
10 05:21 0
18 04:45 09
22 04:39 11
10 04:41 08
09 07:16 08
000
000000
000
19 09:44 13
19 09:33 04
23 13:22 31
15 13:33 0
13 09:51 0
17 08:27 12
29 10:05 14
13 08:24 08
12 08:13 09
000
000
Total 5 61 59 86 8 15 07:09 11 29 13:33 31
***************************************************************************** 
						

							CHAPTER 1 NDA-30094
Page 42
Revision 1
GENERAL DESCRIPTION
The total is calculated as:
  Total number of calls answered for the day 
The maximum number of agents logged on
GOS %:The percentage of ACD calls answered within the x-seconds time limit for the sys-
tem’s Grade of Service (set in Report Time Values), calculated as:
               Total number of calls answered in x seconds  
    x 100
Total number of calls answered for the period
The total is the GOS for the day.
Abandoned %:The percentage of all received ACD calls that were disconnected by the callers
while queued or ringing agent, calculated as:
                         Total number of calls abandoned          
    x 100
Total number of calls received for the period
The total is the average for the day.
Average Time
- Answered:The average waiting time before calls were answered, including time in queue, cal-
culated as:
Total waiting time for all answered calls
   Total number of calls answered
The total is similarly calculated, but with respect to the whole system.
Average Time - Talk:The average conversation time for answered calls, calculated as:
                       Total conversation time                     
                    Total number of calls terminated after conversation
The total is similarly calculated, but with respect to the whole system.
Average Time
- Abandoned:The average waiting time of calls that were disconnected by the caller while in the
queue and/or ringing an agent, calculated as:
Total waiting time for all abandoned calls
  Total number of calls abandoned
The total is similarly calculated, but with respect to the whole system.
Longest Time
- Answered:The longest waiting time before start of conversation of any call ringing an agent.
The total is the highest value recorded in the report.
Longest Time - Talk:The longest conversation time of any answered call.  The total is the highest value
recorded in the report.
Longest Time
- Abandoned:The longest waiting time before disconnection of any abandoned call.  The total is
the highest value recorded in the report.